Our standards
We deliver lots of different services through a variety of staff. We work in two directorates. Each directorate works towards our vision and delivering our three year Business Plan. We report every three months on how we are doing against our Business Plan, through performance reports presented at Resources Committee.
Our Customer Service Standards below state how we will treat our customers and the time scales that we will respond to you.
We also have complaints procedure for when things have not gone well, and people can pass on compliments and give feedback at our events throughout the year.
Useful links
Customer Service Standards
We are committed to providing excellent customer focused service.
We will always:
- Provide a professional standard of service however you wish to contact us
- Respect and treat all our customers fairly and equally
- Carry official identification if we visit you and wear our uniform and name badges if appropriate
- Display opening hours and contact details in all our offices
When you call us we will:
- Aim to answer within three rings
- Resolve your query or pass it on to another member of staff who will respond to you within two working days
- Provide an alternative method of contacting the relevant person if appropriate
When you write to us or email us we will:
- Reply with a meaningful response within seven working days or, where this is not possible, we will reply with an anticipated date when a full response will be given
- Use plain English
When you visit us we will:
- Provide a welcoming environment for you
- Be polite and professional
- Attend to you as soon as possible
- Provide a private room if appropriate
We will also:
- provide an easy to use complaints procedure - see Complaints, comments and feedback
- Collect and use your feedback to improve our services
- Publish annually how we are doing against our targets
In return, please be courteous and respectful so we can reach these standards and give you the information you need.
